{"id":16853,"date":"2018-09-21T05:50:00","date_gmt":"2018-09-21T05:50:00","guid":{"rendered":"https:\/\/translatebyhumans.com\/?p=16853"},"modified":"2022-01-28T09:37:47","modified_gmt":"2022-01-28T09:37:47","slug":"the-journey-that-led-to-multilingual-customer-service","status":"publish","type":"post","link":"https:\/\/translatebyhumans.com\/blog\/multilingual-customer-service\/","title":{"rendered":"The Journey that Led to Multilingual Customer Service"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"16853\" class=\"elementor elementor-16853\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-2afbe0c elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"2afbe0c\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-450660f tbh-share-icon\" data-id=\"450660f\" data-element_type=\"column\" data-settings=\"{&quot;motion_fx_motion_fx_scrolling&quot;:&quot;yes&quot;,&quot;motion_fx_devices&quot;:[&quot;desktop&quot;,&quot;tablet&quot;,&quot;mobile&quot;]}\">\n\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-2b476a7\" data-id=\"2b476a7\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-089d55a elementor-widget elementor-widget-tbhtheme-category-listing\" data-id=\"089d55a\" data-element_type=\"widget\" data-widget_type=\"tbhtheme-category-listing.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<ul class=\"tbh-category-listing\"><li style=\"background-image: url(https:\/\/translatebyhumans.com\/wp-content\/uploads\/2021\/05\/multilingual-customer-service.jpg)\"><a href=\"https:\/\/translatebyhumans.com\/blog\/category\/multilingual-customer-service\/\">Multilingual Customer Service<\/a><\/li><\/ul>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-27768ba tbh-author-info elementor-widget elementor-widget-post-info\" data-id=\"27768ba\" data-element_type=\"widget\" data-widget_type=\"post-info.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<link rel=\"stylesheet\" href=\"https:\/\/translatebyhumans.com\/wp-content\/plugins\/elementor\/assets\/css\/widget-icon-list.min.css\"><link rel=\"stylesheet\" href=\"https:\/\/translatebyhumans.com\/wp-content\/plugins\/elementor-pro\/assets\/css\/widget-theme-elements.min.css\">\t\t<ul class=\"elementor-inline-items elementor-icon-list-items elementor-post-info\">\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item elementor-repeater-item-a165090 elementor-inline-item\" itemprop=\"author\">\n\t\t\t\t\t\t<a href=\"https:\/\/translatebyhumans.com\/blog\/author\/ruju\/\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t\t<img decoding=\"async\" class=\"elementor-avatar\" src=\"https:\/\/translatebyhumans.com\/wp-content\/uploads\/2019\/03\/Ruju-150x150.png\" alt=\"Picture of Ruju Patel\" loading=\"lazy\">\n\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text elementor-post-info__item elementor-post-info__item--type-author\">\n\t\t\t\t\t\t\t\t\t\tRuju Patel\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t<\/li>\n\t\t\t\t<li class=\"elementor-icon-list-item elementor-repeater-item-47b2da2 elementor-inline-item\" itemprop=\"datePublished\">\n\t\t\t\t\t\t<a href=\"https:\/\/translatebyhumans.com\/2018\/09\/21\/\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text elementor-post-info__item elementor-post-info__item--type-date\">\n\t\t\t\t\t\t\t\t\t\t<time>September 21, 2018<\/time>\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t<\/li>\n\t\t\t\t<\/ul>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7c86b6a elementor-widget elementor-widget-text-editor\" data-id=\"7c86b6a\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.21.0 - 08-05-2024 *\/\n.elementor-widget-text-editor.elementor-drop-cap-view-stacked .elementor-drop-cap{background-color:#69727d;color:#fff}.elementor-widget-text-editor.elementor-drop-cap-view-framed .elementor-drop-cap{color:#69727d;border:3px solid;background-color:transparent}.elementor-widget-text-editor:not(.elementor-drop-cap-view-default) .elementor-drop-cap{margin-top:8px}.elementor-widget-text-editor:not(.elementor-drop-cap-view-default) .elementor-drop-cap-letter{width:1em;height:1em}.elementor-widget-text-editor .elementor-drop-cap{float:left;text-align:center;line-height:1;font-size:50px}.elementor-widget-text-editor .elementor-drop-cap-letter{display:inline-block}<\/style>\t\t\t\t<p>John DiJulius forgot his laptop charger in his room at the Ritz-Carlton hotel in Sarasota as he rushed to get to the airport. Upon realising it, he decided to call the hotel. The next day, before he got to his office, he received an\u00a0air\u00a0package from the Ritz-Carlton containing the charger and a note saying \u2013 \u201cSir, I wanted to make sure we got this to you right away. I am sure you need it, and just in case, I\u2019ve sent you an extra charger for your laptop.\u201d<\/p><p>The loss prevention clerk who sent the note had no idea then that DiJulius was, in fact, a customer experience expert and author who later narrated the incident in his now-famous book \u2013\u00a0<em>The Customer Service Revolution.<\/em><\/p><p>From the invention of the telephone to call centres, from 1800 numbers to chatbots, customer service has come a long way. It needed that journey because milestones helped companies realise where they were lacking and what were the best ways forward. What\u2019s noteworthy, however, is how the importance of regional language has increased over the years. When it comes to queries and complaints, customers still prefer to speak in what can be called their \u2018heart language.\u2019 Look closely as we make some observations about the evolution of customer service in this article.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-33eb718 elementor-widget elementor-widget-image\" data-id=\"33eb718\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.21.0 - 08-05-2024 *\/\n.elementor-widget-image{text-align:center}.elementor-widget-image a{display:inline-block}.elementor-widget-image a img[src$=\".svg\"]{width:48px}.elementor-widget-image img{vertical-align:middle;display:inline-block}<\/style>\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"800\" height=\"444\" src=\"https:\/\/translatebyhumans.com\/wp-content\/uploads\/2019\/03\/Time_line_2-1024x568-1.jpg\" class=\"attachment-large size-large wp-image-1051\" alt=\"The Evolution of Customer Service Timeline\" srcset=\"https:\/\/translatebyhumans.com\/wp-content\/uploads\/2019\/03\/Time_line_2-1024x568-1.jpg 1024w, https:\/\/translatebyhumans.com\/wp-content\/uploads\/2019\/03\/Time_line_2-1024x568-1-300x166.jpg 300w, https:\/\/translatebyhumans.com\/wp-content\/uploads\/2019\/03\/Time_line_2-1024x568-1-768x426.jpg 768w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-475f945 elementor-widget elementor-widget-heading\" data-id=\"475f945\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.21.0 - 08-05-2024 *\/\n.elementor-heading-title{padding:0;margin:0;line-height:1}.elementor-widget-heading .elementor-heading-title[class*=elementor-size-]>a{color:inherit;font-size:inherit;line-height:inherit}.elementor-widget-heading .elementor-heading-title.elementor-size-small{font-size:15px}.elementor-widget-heading .elementor-heading-title.elementor-size-medium{font-size:19px}.elementor-widget-heading .elementor-heading-title.elementor-size-large{font-size:29px}.elementor-widget-heading .elementor-heading-title.elementor-size-xl{font-size:39px}.elementor-widget-heading .elementor-heading-title.elementor-size-xxl{font-size:59px}<\/style><h3 class=\"elementor-heading-title elementor-size-default\">The Telephone Switchboard<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9da577c elementor-widget elementor-widget-text-editor\" data-id=\"9da577c\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>If you enjoy old Hollywood movies, you must have noticed telephone switchboards in classics such as\u00a0<em>For The Love Of Mary\u00a0<\/em>or\u00a0<em>Royal Wedding.<\/em>\u00a0While these movies may have left an impression that telephone switchboards were from way back in the 50s, they started being used from 1894 onwards. This was much later than the invention of the telephone in 1876. Little did its inventor Alexander Graham Bell know then that telephone switchboards would become effective tools for hearing customer complaints and queries. Thus began the use of tools for handling customer service.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5d6e90d elementor-widget elementor-widget-heading\" data-id=\"5d6e90d\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Call Centres<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0a96905 elementor-widget elementor-widget-text-editor\" data-id=\"0a96905\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>It took almost 70 years before the concept of call centres materialised not only for marketing purposes but also for hearing consumer complaints. By 1962, companies were using touch button phones in call centres to answer complaints and make sales. Soon there emerged examples of companies who based their business models on sales done on the telephone. Direct Line, founded by Peter Wood in 1985, became the first such company to sell insurance almost entirely over the telephone.<\/p><p>Businesses had begun to analyse consumer data through responses such as the preferred time of calling, their interests, number of people choosing plastic currency over cash, etc. This was followed by a wave of digital innovations such as IP telephone systems (the 90s), caller ID or caller line identity (CLI) on the screens of telephones and the headsets used by call centre executives to answer calls.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d4fcfc4 elementor-widget elementor-widget-heading\" data-id=\"d4fcfc4\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">The Toll-free Number and Language Option<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3e01545 elementor-widget elementor-widget-text-editor\" data-id=\"3e01545\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>With the intention to increase convenience, the concept of the toll-free 1800 number came into being in 1967. There was a clear message that consumers did not need to pay to be heard. However, only 5% of these calls were actually free at the time, while numbers were tied to geographic areas. As a result, companies had to maintain several 1800 numbers.<\/p><p>In 1981, AT&amp;T scientist Roy Weber came up with a better innovation \u2013 he connected 1800 numbers to a computer file. The computer network consulted that file for instructions about handling a call and then, through a number of procedures, got the call to the right place at the right time.<\/p><p>The flip side of this technology was that it stripped away a lot of personalisation since these numbers would put consumers through to an actual operator only after browsing through various automated options. Yet, in terms of localisation, this was a major step because, for the first time, customers got to choose their preferred language of communication.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a4d22ea elementor-widget elementor-widget-heading\" data-id=\"a4d22ea\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">IVR and Call Centre Outsourcing<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-72d7dfc elementor-widget elementor-widget-text-editor\" data-id=\"72d7dfc\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Continuing with consumer analytics, the Interactive Voice Technology (IVR) IVR was introduced in the late 70s and early 80s when digitised speeches began being stored in disks. This turned out to be extremely expensive, but it led to the recording of spoken messages, processing the customer\u2019s response and moving them through phone trees.<\/p><p>It can be deduced that this may have indirectly paved the way for the outsourcing of call centres in the 90s. Business process outsourcing (BPO) was the new form of call centres that proved to be more cost-effective and took customer service several notches higher. Do note, however, that call centre executives were mostly expected to know English because they were servicing customers from other countries.<\/p><p>It\u2019s hard to believe that call centres have survived the rise of the internet, where people simply contact the business or make complaints through online forms. Today, our good old call centres have evolved into contact centres or support centres for client servicing. In fact, according to a\u00a0<a href=\"https:\/\/www.zendesk.com\/blog\/bridging-the-gap\/\" target=\"_blank\" rel=\"nofollow noopener noreferrer\">Zendesk report<\/a>, 54% of customers still prefer calling customer support over other media such as email or self-service portals.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-de77b8b elementor-widget elementor-widget-heading\" data-id=\"de77b8b\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Email and Live Chat<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-afbcab5 elementor-widget elementor-widget-text-editor\" data-id=\"afbcab5\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Since emails were extensively used in the 90s, it was inevitable that they became an integral part of customer service too. However, most email communication, suffered from language barriers with executives not knowing local languages to answer customer queries and complaints. Live chats proved to be more efficient because customers started to chat in their own language while typing in Roman script. This allowed companies to put localisation as a priority and employ executives who knew the local language.<\/p><p>Live chat adoption has proven to be phenomenal for several B2B companies today. According to\u00a0<a href=\"https:\/\/www.livechat.com\/customer-service-report\/?d=2019-2020#card-number-of-chats-compare-2019-2020\" target=\"_blank\" rel=\"nofollow noopener noreferrer\">The Customer Service Report 2019-2020<\/a> (by Livechatinc.com), the demand for live chats on business websites grew from 304 million in 2019 to 475 million in 2020.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e6ba135 elementor-widget elementor-widget-heading\" data-id=\"e6ba135\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Software for Customer Support <\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6c92138 elementor-widget elementor-widget-text-editor\" data-id=\"6c92138\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>While the concept of \u2018customer relationship management\u2019 had entered business terminology in the 1970s, it was only in the 1990s that CRM became an integral part of marketing and sales. Earlier, businesses used annual surveys or direct feedback from customers and relied on standalone mainframe systems to automate sales.<\/p><p>They continued to use spreadsheets and lists for customer data until 1986, when a customer evaluation system called ACT was introduced. This application was used to track client and prospect details in a single database that could be shared by multiple users. Developed by Swiftpage, ACT integrates with MS Word, Excel, Outlook, Gmail and Google contacts. Till today, ACT has 2.8 million users. There were several other developers, including Tom Siebel, who designed the CRM product called Seibel systems in 1993.<\/p><p>The CRM software was further popularised by Gartner and IBM and by 2000, CRMs began to be enriched with enterprise resource planning (ERP) functions along with shipping and marketing capabilities. SugarCRM developed the first open-source CRM system in 2004. According to the 2016 Forrester report, Infor, Microsoft, and NetSuite were among the nine most significant CRM suites from eight prominent vendors.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-523f341 elementor-widget elementor-widget-heading\" data-id=\"523f341\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">The Rise of Social Media<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7513535 elementor-widget elementor-widget-text-editor\" data-id=\"7513535\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Very few businesses thought of using social media for customer service when it first surfaced in 2007. However, this has changed over the last few years, and social media has become a platform for customers for providing feedback. A Nielsen report asserts that more than\u00a0<a href=\"https:\/\/www.nielsen.com\/us\/en\/insights\/report\/2012\/state-of-the-media-the-social-media-report-2012\/\" target=\"_blank\" rel=\"nofollow noopener noreferrer\">one-third of customers<\/a>\u00a0prefer to contact businesses for customer support questions through social media. The use of social media as a customer service avenue remains a double-edged sword for most businesses as they struggle to process consumer demands through social media queries as well as their existing data management systems.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c407da1 elementor-widget elementor-widget-heading\" data-id=\"c407da1\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">What\u2019s Next?<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4e52e4e elementor-widget elementor-widget-text-editor\" data-id=\"4e52e4e\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>As customers become more aware and informed, businesses have to deal with a massive amount of consumer data. Chatbots have made it easier to handle queries, but they produce an enormous amount of data on a daily basis. They cannot do justice to the basic premise of customer service \u2013 addressing the various emotions of customers and ensuring satisfaction.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8107910 elementor-widget elementor-widget-heading\" data-id=\"8107910\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">The Need for Multilingual Customer Service<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f3234df elementor-widget elementor-widget-text-editor\" data-id=\"f3234df\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Every business or company today has access to social media and online services. One of the best ways to tackle customer service efficiently today is to localise and speak in the language of customers.<\/p><p>Some facts stand out from a\u00a0<a href=\"https:\/\/www.icmi.com\/resources\/2017\/how-languages-impact-customer-experience\" target=\"_blank\" rel=\"nofollow noopener noreferrer\">report<\/a>:<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a540be2 elementor-icon-list--layout-inline elementor-list-item-link-full_width elementor-widget elementor-widget-icon-list\" data-id=\"a540be2\" data-element_type=\"widget\" data-widget_type=\"icon-list.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<ul class=\"elementor-icon-list-items elementor-inline-items\">\n\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item elementor-inline-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"8.659\" height=\"7.55\" viewBox=\"0 0 8.659 7.55\"><path id=\"Path_172\" data-name=\"Path 172\" d=\"M941.947,1737.436a5.215,5.215,0,0,1-4.125,5.129,4.17,4.17,0,0,1-4.278-2.483,3.363,3.363,0,0,1-.147-.434,3.178,3.178,0,0,1-.1-.987c.11-2.23,2.4-3.647,4.476-3.6,2.452.051,4.221.274,4.178,2.379\" transform=\"translate(-933.289 -1735.056)\" fill=\"#271ac6\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">74% of consumers are more likely to buy a product again if after-sales care is offered in their language (Source: Common Sense Advisory)<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item elementor-inline-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"8.659\" height=\"7.55\" viewBox=\"0 0 8.659 7.55\"><path id=\"Path_172\" data-name=\"Path 172\" d=\"M941.947,1737.436a5.215,5.215,0,0,1-4.125,5.129,4.17,4.17,0,0,1-4.278-2.483,3.363,3.363,0,0,1-.147-.434,3.178,3.178,0,0,1-.1-.987c.11-2.23,2.4-3.647,4.476-3.6,2.452.051,4.221.274,4.178,2.379\" transform=\"translate(-933.289 -1735.056)\" fill=\"#271ac6\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">79% of contact centres have customers who aren\u2019t native speakers of the primary language(s) that they serve<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item elementor-inline-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"8.659\" height=\"7.55\" viewBox=\"0 0 8.659 7.55\"><path id=\"Path_172\" data-name=\"Path 172\" d=\"M941.947,1737.436a5.215,5.215,0,0,1-4.125,5.129,4.17,4.17,0,0,1-4.278-2.483,3.363,3.363,0,0,1-.147-.434,3.178,3.178,0,0,1-.1-.987c.11-2.23,2.4-3.647,4.476-3.6,2.452.051,4.221.274,4.178,2.379\" transform=\"translate(-933.289 -1735.056)\" fill=\"#271ac6\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">60% of those customers expect service in their native language<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t<\/ul>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-bfb6723 elementor-widget elementor-widget-text-editor\" data-id=\"bfb6723\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>\u00a0<\/p><p>Consumers are data-savvy. They analyse reviews and compare prices. However, in the end, they make decisions based on what they feel about a company, a product or a service. Most companies are sensitive towards localisation, but only those succeed who can speak the \u2018heart language\u2019 of customers by providing\u00a0<a href=\"https:\/\/www.lingpad.com\/integrations\/zendesk\" target=\"_blank\" rel=\"noreferrer noopener\" aria-label=\" (opens in a new tab)\">multilingual customer service<\/a>. In the next article, we wish to explore exactly this. We will take you through\u00a0<a href=\"https:\/\/translatebyhumans.com\/blog\/category\/multilingual-customer-service\/\" target=\"_blank\" rel=\"noreferrer noopener\" aria-label=\" (opens in a new tab)\">case studies of noted brands<\/a> that used regional languages consciously to win the localisation game.\u00a0\u00a0<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Consumers are data-savvy. They analyse reviews and compare prices. However, in the end, they make decisions based on what they feel about a company, a product or a service. Most companies are sensitive towards localisation, but only those succeed who can speak the &#8216;heart language&#8217; of customers by providing multilingual customer service. From the invention of the telephone to call centers, from 1800 numbers to chatbots, customer service has come a long way. It needed that journey because milestones helped companies realise where they were lacking and what were the best ways forward. Read more about the evolution of customer service in our first article from the series! <\/p>\n","protected":false},"author":15,"featured_media":674,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[19],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v22.7 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>The Evolution Of Localised Multilingual Customer Service<\/title>\n<meta name=\"description\" content=\"Multilingual customer service that is localised is an excellent way to win over customers from around the world and ensure no customer feels unheard!\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/translatebyhumans.com\/blog\/multilingual-customer-service\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"The Evolution Of Localised Multilingual Customer Service\" \/>\n<meta property=\"og:description\" content=\"From the invention of the telephone to call centers, from 1800 numbers to chatbots, read all about the evolution of localised multilingual customer service in our first article from the series!\" \/>\n<meta property=\"og:url\" content=\"https:\/\/translatebyhumans.com\/blog\/multilingual-customer-service\/\" \/>\n<meta property=\"og:site_name\" content=\"Translate By Humans\u2122\" \/>\n<meta property=\"article:published_time\" content=\"2018-09-21T05:50:00+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2022-01-28T09:37:47+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/translatebyhumans.com\/wp-content\/uploads\/2021\/03\/TBH-logo.svg\" \/>\n\t<meta property=\"og:image:width\" content=\"1800\" \/>\n\t<meta property=\"og:image:height\" content=\"506\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Ruju Patel\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:title\" content=\"Localised Multilingual Customer Service - Journey Of Evolution\" \/>\n<meta name=\"twitter:description\" content=\"Read all about the evolution of localised multilingual customer service in our first article from the series!\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Ruju Patel\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"7 minutes\" \/>\n<script type=\"application\/ld+json\" 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